Question

【题目】Consumer satisfaction is a market term that measures how products or services supplied by a company meet or surpass a customer’s expectation. Consumer satisfaction（消费者满意度） is so important because it provides markets and business owner with information that they can use to manage and improve their products and service. As a famous museum，Ashdown always tries to improve the service to meet readers’ needs. In order to create a better environment，Ashdown Museum has finished refurbishment(翻新). The table below shows the numbers of visitors to Ashdown Museum during the year before and the year after it was refurbished. The chart shows the result of service asking visitors how satisfied they were with their visit， during the same two periods.

Total number of visitors to Ashdown Museum
During the year before refurbishment	74,000
During the year after refurbishment	92,000

Results of surveys of visitor satisfaction

（Chart I） （Chart II）

【1】Why is consumer satisfaction so important？

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【2】Compared with the year before refurbishment，how many visitors have increased during the year after refurbishment？

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【3】What’s the percentage of visitors that feel very satisfied in the year after refurbishment？

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【4】According to the chart，what conclusion about the relationship between the visitors’ satisfaction and the number of visitors can you probably draw？

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【5】What do you think of consumer satisfaction？What can we do to improve the consumer satisfaction？

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Answer 1

【答案】

【1】Because it provides markets and business owner with information that they can use to manage and improve their products and service.

【2】18，000. / Eighteen thousand.

【3】35%. /Thirty-five percent.

【4】The more satisfied the consumers fell，the more visitors Ashdown Museum will receive.

【5】In my view，consumer satisfaction plays an important role in long-term cooperation. We may improve our service quality to improve it.

【解析】【主旨大意】本文是一篇说明文。以调查Ashdown博物馆翻修前后的游客量及游客满意度为例，介绍了消费者满意度的重要性。

【1】Because it provides markets and business owner with information that they can use to manage and improve their products and service. 细节理解题。题干意为：为什么消费者满意度如此重要？根据文中第一段第二句“Consumer satisfaction(消费者满意度) is so important because it provides markets and business owner with information that they can use to manage and improve their products and service.”可知答案。

【2】18，000. / Eighteen thousand. 数字计算题。题干意为：与翻修前一年相比，在翻修后的一年里游客量增加了多少？由图表可知，翻修前一年游客量为74000人次，翻修后一年游客量为92000人次，故游客量增长了92000-74000=18000人。

【3】35%. /Thirty-five percent. 图示理解题。题干意为：在翻修后的一年里，游客感到非常满意的百分比是多少？由图表可知，在Year after refurbishment中感到非常满意的游客量所占百分比为35%。

【4】The more satisfied that the consumers fell，the more visitors that Ashdown Museum will receive. 推理判断题。题干意为：根据图表，关于游客的满意度和游客量之间的关系你可能得出什么结论？根据两幅图可知游客量会随着游客满意度的上升而增加，故可知答案。

【5】In my view，consumer satisfaction plays an important role in long-term cooperation. We may improve our service quality to improve it. 开放性试题。题干意为：你怎么看待消费者满意度？我们能做什么来提高消费者满意度？本题为开放性试题，言之有理且无表达错误即可。